Complaints concerning delivery

No supplier likes to be accused of negligence or carelessness which is often what a complaint about packaging amounts to. Such complaints must be care­fully worded so as not to give offence. Nothing is to be gained by being sarcas­tic or insulting - you are much more likely to get what you want by being courteous. Show that you regret having to complain, but explain that the trouble is too serious not to be reported.

Complaint concerning damaged goods

Complaint

The writer of this letter points out damage which was discovered after check­ing the consignment. Any suggestion that the damage to the goods is due to faulty packing is tactfully avoided.

Dear Sirs

OUR ORDER NUMBER R569

Introduction and We ordered 160 compact discs on 3 January and they were background details delivered yesterday. I regret that 18 of them were badly

scratched.

Explain details The package containing these goods appeared to be in which evolved after perfect condition and I accepted and signed for it without

of receipt goods question. It was on unpacking the compact discs when the

damage was discovered; I can only assume that this was

due to careless handling at some stage prior to packing.

Enclose full list of I am enclosing a list of the damaged goods and shall be damaged goods glad if you will replace them. They have been kept aside in and request case you need them to support a claim on your suppliers for replacement compensation.

Yours faithfully

Reply

The supplier's reply promptly complies with the customer's request and shows a desire to improve the service to customers.

Dear

YOUR ORDER NUMBER R569

Acknowledge letter I was sorry to learn from your letter of 10 January that some and show regret of the compact discs supplied to this order were damaged about damages when they reached you.

Give details Replacements for the damaged goods have been sent by about replacements parcel post this morning. It will not be necessary for you

to return the damaged goods; they may be destroyed.

Give further Despite the care we take in packing goods there have information about recently been several

follow-up action reports of damage. To avoid further inconvenience and

annoyance to customers, as well as expense to ourselves, we are now seeking the advice of a packaging consultant in the hope of improving our methods of handling.

Assurance about We regret the need for you to write to us and hope the steps future orders we are taking will ensure the safe arrival of all your

orders in future.

Yours sincerely

Complaint regarding bad packing